The objective of the review calls is to ensure that we have all the correct info for the renewal.
Follow this process:
Go through the monthly sheet with the account managers to determine which clients to contact.
Contact the client via email, advise you are reaching out to check some details on the listing with regard to the subscription and that you would like to have a quick 5 - 10 minute call to run through the details.
Use this canned response - Subject: Request for Brief Call Regarding Subscription Renewal Details
One you have emailed them them you need to gather some info and add it into a Freshdesk ticket as a private note.
- Price of renewal
- Date of renewal
- Current subscription contact on the listing
- Review the contacts against the listing taking note of the last login dates
If the client doesn't respond in 48 working hours please call the client at least three times. Record that you called them in the ticket
When you are on the call you need to:
- Share the price of the renewal
- Share the date of the renewal
- Ask them if they need to raise a PO for the renewal
- Ask them to verify their subscription contact
- Ask them if there are any contacts that should be removed, advise on last login dates of any outliers.
- If they want any training or to review the listing.
If the client require training please create a new ticket and assign the ticket to the onboarding manager.
If the client wants to review the listing please create a new ticket and assign it to the account manager.
Add all the info to the sheet and close the ticket making sure to send the survey.